I have been an AT&T customer for 9 years, and had a family-talk plan with 4 lines. I decided to switch to T-Mobile last week for the cost-savings. I ported over my numbers, paid-off my devices, and am now using T-Mobile ONE plan with 4 lines on my unlocked AT&T devices. However, I feel like I have made a huge-mistake because my initial experience thus far has been incredibly frustrating. Since I activated my account, I have frequently experienced the following issues:

1) Distorted voice during calls;

2) Delayed text-messages (both sending and receiving); and

3) Incoming calls going straight to voicemail.

I have spent several hours talking to customer-service agents, who have made me perform a number of steps such as restarting the devices, resetting all network settings, resetting devices, etc. But none of this seems to work. It is worth mentioning here that all the lines have strong coverage (4-5 bars), yet the issues persist. There is no pattern to the timing and location of the issues. These issues start emerging randomly.

If this is the quality of T-Mobile service, I am bitterly disappointed and resentful at going through the hassle of porting over my numbers to T-Mobile, and giving up on the absolutely perfect service experience I had with AT&T.

Can somebody please help me resolve these issues, because customer service can't seem to.

All replies

This totally isn't the best first impression, but we really wanna help you out. Are all 4 lines having the same issues? What kinds of phones are you using? Is this happening in a specific area or multiple areas? Please keep us posted on this so we can help sort this out for you. Thanks.

Thanks for that info, and we're going to do our best to help. This might be tough to answer if all the phones aren't in the same location, but are they connected to 4G LTE when the delays and distortion happens? I'd like to see if we can isolate this to a specific network band. I'm also curious if this is something happening on every call or just certain calls. Also, have you checked each phones' software version to make sure they're all up to date?

The phones are not connected to 4G when the delays and distortion happens. All the phones have updated software.

I can't say for sure if this is a location specific issue, as we have experienced these issues on all 4 lines, which are being used in very different areas. For example, 1 line is being use in Washington state, while the other 3 are in New York.

Also, for what it's worth, I just tried making a few calls from my home in Mercer Island, WA, and every time I made the calls, I experienced the distortion issue, despite getting 4-5 bars of coverage. The calls started out fine, but within 5-10 seconds of initiating the call, I started experiencing extreme distortion, where it was almost impossible to hear what the other person was saying. It sounded like how you would hear somebody on Skype with a poor internet connection.

Okay thanks for that info. It's very helpful. Which phone do you have? I'd like to change the band frequency to see if the distortion goes away. That'll let us know if this issue is tied to a certain band. I did check the Mercer Island area and I'm not seeing any site related issues being reported. There's still a chance this could be isolated to a specific area, but we'll start with the settings on the phone first.